Sub Visual

Training Academy News




 

RestaurantOwner.com Profit Tip of the Week


Do Your Customers Know the Difference Between Service and Hospitality?

In his bestselling book, "Setting the Table", Danny Meyer expresses the distinction between service and hospitality in this way: Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel.

Most restaurant operators likely understand this distinction. For instance, the service aspect of the guest experience includes activities such as giving them their order correctly, timing the service of orders within guest expectations, acknowledging the guest, having foresight to accommodate the guest's needs before they ask, or simply responding to a guest request in a timely manner. These are simply the fundamentals of customer service expectations.

On the other hand, expressions of hospitality go beyond customer expectations. Providing hospitality means you must create an emotional connection to your guest. Presenting an order on time to a guest is service, but presenting that order with enthusiasm, a smile and a sincere interest in the order being exactly how the customer wanted it – that's an emotional connection letting them know you have their best interest in mind.

Whether you are a drive-thru cashier, 5-star restaurant waiter, or simply a food runner delivering food to the table, opportunities to express true hospitality are endless – and they need not be over-the-top to make a lasting impression. In fact, true hospitality can oftentimes overcome a lack of service, but rarely can great service make up for poor hospitality such as an attitude of indifference or looking like you don't enjoy the job you are doing.

While we as restaurant operators may understand the difference between service and hospitality, your guest simply rates their guest experience by how they feel before, during and after they dine with you. To create an extraordinary guest experience you must provide both service AND hospitality – not service OR hospitality.

Some people are naturally hospitality minded – it's in their DNA so to speak. For the rest of us, we may need to be more intentional if we are to be more hospitable. Hospitality is a mindset. We must be of a mind to engage emotionally with our guest in order to show hospitality.

For instance, guests often hear a server ask if everything is all right with their order, but how many times does the server take the extra time to show they really care? What if the server also said – with a smile of course – "please let me know if it's not exactly to your liking and I'll be happy to make it better," or, "I'll check back with you in a minute or so to see if there is anything else you need to make your meal more enjoyable."

Other forms of engagement include calling repeat guests by name, or asking about their family, helping a disabled person or even accommodating a mother with an unruly child. There are literally hundreds of ways to show people you actually care about them.

How about your restaurant – are there ways you could intentionally up your game by showing more hospitality?



 

©2016 RestaurantOwner.com



RestaurantOwner.com, 20235 N. Cave Creek Rd., Suite 104, Phoenix, AZ 85024, USA


List of Articles
No. Subject Author Date
52 Management Training Program-Enrollment Open file Monika Aug 23, 2017
Our RI Hospitality Management Training Program is back just in time for back to school! In our full certification program, attendees can earn certifications in Hospitality Human Resources Management and Supervision, Controlling Foodservice C...  
51 Alcohol Training Available file Monika Aug 23, 2017
Summer is quickly coming to a close and the holiday season is just around the corner. It is important to not forget about Responsible Alcohol Service and ensure your bartenders, servers, hosts and managers are all certified in alcohol safet...  
50 Peek Inside ProStart with Caroline Velasquez file Monika Jul 31, 2017
At RI Hospitality Education Foundation, we stay in touch with our students that graduate from our ProStart® program to see their successes after graduation. Here is a note from a 2016 graduate from William M. Davies, Jr. Career & Techni...  
49 RI Hospitality Education Foundation Teams up with Providence Public Library file Monika Jul 25, 2017
On April 12-13, 2017 RI Hospitality Education Foundation had the opportunity to take the ServSafe® Food Handlers course to the Providence Library. The training provided 10 youth members exploring our industry the world of Food Safety and th...  
48 Students Earn Stephen P. Marra Memorial Scholarship file Monika Jul 25, 2017
On June 1, 2017, ProStart student, Caitlin Blain, earned a $1,000 Stephen P. Marra Memorial Scholarship. Caitlin recently graduated from William M. Davies, Jr. Career & Technical Center and will be attending Johnson & Wales Universi...  
47 Hospitality Students Develop Hotel Concepts file Monika Jul 25, 2017
On June 1, 2017, three groups of seniors from Chariho Career & Technical Center’s Hospitality and Tourism Management Program presented hotel concepts to a panel of industry judges. The judges included: · Barbara DeSaia, Johnson & Wa...  
46 Trio Hosts ProStart Students file Monika Jul 25, 2017
On May 10, 2017, Chef Walter Slater and General Manager Joseph Parker of Trio hosted the winning ProStart culinary team from Chariho Career & Technical Center who competed in the 2017 Rhode Island Seafood Cook-off. The team’s scallop di...  
45 ProStart High School Culinary and Management at Nationals file Monika Jul 25, 2017
RI ProStart state champions from Exeter Job Corps Academy and Chariho Career & Technical Center traveled to Charleston, SC April 28-30, 2017 to compete in the National ProStart Invitational. The culinary team from Exeter Job Corps Acade...  
44 Gracie’s Coaches Exeter Job Corps Academy file Monika Jul 25, 2017
Four culinary students from the Exeter Job Corps Academy earned their 1st place title at the 6th Annual RI ProStart High School Culinary and Management Competition. They are now bound for South Carolina to represent Rhode Island at the Nati...  
43 Educator Externship at Matunuck Oyster Bar file Monika Jul 25, 2017
On April 25th 2017, owner Perry Raso hosted the Rhode Island ProStart Educators for a meeting, tour and tasting. During the visit at the Matunuck Oyster Bar & tour of their Aquaculture and Agriculture farms, our educators became student...  
42 Hilton Providence Hosts Hospitality Students file Monika Jul 25, 2017
On December 21, 2016, the Hilton Providence hosted 10 high school hospitality students from Chariho Career & Technical Center for a job shadow day. The students were afforded the opportunity to meet managers from all departments through...  
41 ProStart High School Culinary and Management Competition Monika Jul 25, 2017
On February 16, the RI Hospitality Education Foundation hosted its 6th Annual ProStart High School Culinary and Management Competition. Nearly 40 students from 5 local Career and Technical High Schools demonstrated a variety of culinary art...  
40 Chariho Area Career & Technical Center Earns 6th Place at SkillsUSA National Competition file Monika Jul 12, 2016
By: Nichole Jorel SkillsUSA Championships were held from June 21st through June 24th in Louisville, KY.  Over 6,500 students competed in 100 occupational and leadership skill competition areas from across the country.  The state of Rhode Isl...  
» Do Your Customers Know the Difference Between Service and Hospitality? Monika May 31, 2016
  Do Your Customers Know the Difference Between Service and Hospitality? In his bestselling book, "Setting the Table", Danny Meyer expresses the distinction between service and hospitality in this way: Service is the technical delivery of a...  
38 Where will you find your next job candidate? file Monika May 31, 2016
By:Heather Singleton, Chief Operating Officer You may want to consider hiring a work release candidate from the Department of Corrections.  Hear me out on this….I attended the Roadmap for Reentry Summit that was sponsored by the US Attorney’...  
37 Junior Achievement Job Shadow Day file Monika May 31, 2016
The Newport Harbor Hotel & Marina hosted culinary and technology students from Chariho Career & Technical Center and Newport Area Career & Technical Center on May 25, 2016 for a Job Shadow Day.  General Manager, Kristine Cox; Fo...  
36 2016 Seafood Cook-Off file Monika May 31, 2016
On May 9, 2016, students from Chariho Career and Technical Center, Warwick Area Career and Technical Center, the Cranston Career and Technical Center and William M. Davies, Jr. Career and Technical Center competed in a cook off featuring lo...  
35 National ProStart Invitational 2016 Monika May 31, 2016
Rhode Island’s ProStart State Champions from William M. Davies, Jr. Career & Technical High School Management and Culinary teams competed at the National ProStart Invitational in Grapevine, Texas from April 29-May 1.  The teams competed ...  
34 ProStart Students Conduct Cooking Demonstration at Sysco Food Show file Monika Apr 20, 2016
By: Nichole Jorel On March 23, 2016, the 1st place team of the 2016 RI Hospitality Education Foundation’s ProStart Culinary Competition was invited to provide a cooking demonstration for the Sysco Food show at the RI Convention Center.  The...  
33 5th Annual ProStart Competition file Monika Mar 24, 2016
The 5th Annual Rhode Island ProStart Competition, sponsored by RI Hospitality Education Foundation, US Foods and Ecolab, was held on March 10, 2016 at the Hyatt Regency in Newport.  Four local schools had teams representing them from Charih...